The challenge
QIC approached Luminary as part of a competitive review of its Website Managed Services for its retail shopping centre portfolio, comprising 33 websites under management.
It was critical to the business growth of QIC to have a digital partner that could support, manage, and optimise the web services/websites efficiently and effectively. Critical to success was supporting the deployment of additional assets, services, microsites and providing digital support for over 60 in-centre marketers.
What we did
Luminary has worked in partnership with QIC and its stakeholders to identify process improvements, cost efficiencies and opportunities to enhance future technology needs.
Code optimisation of the existing site
An integral step was to identify, review and resolve bugs and recurring pain points in the existing site, which was achieved through extensive code optimisation. Other ways to optimise were found through reviewing existing platform integrations and performing a front-end speed audit to improve QIC’s customers’ experience.
Helpdesk facility
Luminary provides a dedicated QIC managed services team which includes a helpdesk facility that is monitored 24/7/365 for head office, stakeholders and shopping centre marketing teams to ensure swift responses to requests for the 33 websites. These requests include content updates, deployment of new microsites and ongoing support for the Sitecore CMS platform as well as implementation of critical third party integrations like asset management systems. Luminary also upskilled QIC’s marketing teams in the functionalities of the Sitecore CMS Platform, allowing them to self-service their future content updates more efficiently.
MappedIn wayfinding
A key platform integration for the retail customers is MappedIn for 3D wayfinding. A rich source of data, MappedIn is used daily by retail customers for navigation around the shopping centres as well as to discover new events and promotions.
Loyalty program platform
Luminary partnered with QIC’s customer data and experience partner, Lexer, to provide a solution for an emerging loyalty program within the QIC centres. The loyalty platform is a launching pad for future customer loyalty programs, and provides QIC with a richer understanding of its customer base, delivering the ability to retarget users based on events organised by shopping centres attended.
The outcome
Luminary continues to drive digital innovation, streamline operations, and enhance customer experiences across QIC’s retail portfolio. With optimised websites and integrated key technologies like MappedIn for 3D wayfinding, QIC remains at the forefront of digital customer engagement.
By delivering strategic solutions such as Sitecore CMS training for marketing teams and seamless third-party integrations, Luminary supports QIC’s growth, efficiency, and ability to connect with customers in meaningful ways.
Luminary continues to work with QIC to deliver on a comprehensive digital and marketing roadmap encompassing our full suite of services: strategy, content, UX, design, SEO, build, integrations and analytics.
“Luminary have been influential in further driving our Digital Journey. It was imperative that we secured a partner who understood the intricacies of our business so that we could effectively optimise the digital customer journey and transfer this into physical centre visits and repeated sales. The team at Luminary have worked tirelessly with both National and Local marketing teams to ensure that all digital touchpoints are optimised with an omnichannel strategic approach to digital marketing. The Luminary team is comprised of individual experts who specialise in key digital aspects ensuring that we have the right person ready to assist with any initiative we look implement. Their ‘can do’ attitude is appreciated and their ability to comprehend feedback and collaborate effectively to reach desired outcomes is truly inspiring. They are indeed a fantastic partner and an integral aspect to QIC’s continued success in the digital space.
Keep Reading
Want more? Here are some other examples of our work that you might be interested in.
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